Okay, so I booked this room months in advance for a stay last October. I booked it because it was a AAA-Rated 3-Diamond Resort. I work at a AAA-Rated 4-Diamond Resort - I know what level of standard should be upheld but am also not the naggy, rude, guest who is never satisfied. I arrived on a beautiful October afternoon in the middle of the week. We reserved only one night, although I assured the agent at check in we would be staying longer if we liked it. Upon arriving at the porte cochere, there was no valet to greet me. I walked into the lobby and saw a male employee just, kind of, standing there. It was confusing. I walked up to the front desk and was greeted by a young lady, whom I did not catch the name of. She was very friendly and made the process pain-free. There was at no point any offer of luggage assistance, however, which I desperately needed.
After lugging all of our bags from a 10-day roadtrip into room, I noticed it was very standard-sized, nothing special. Beds were a little uncomfortable. There was pen and pencil drawings all over the night stands and desk. The kind that can easily be removed if someone actually wiped them. I immediately noticed a small roach-like bug on the wall. I killed it. It happens! Our poolside room was very convenient.
We decided that the first thing to do was order room service. I call and they tell me that they don't serve food between, I believe, 11a - 4pm. REALLY?! Okay. So it was decided that we would leave, after driving 4 hours, to go get lunch. Luckily, I previously lived in the area for years, so knew exactly where we could go that was close. We picked up pizza and came back to the hotel when I realized that we forgot drinks. I called room service and was told that they also don't serve drinks during these hours either. I wasn't looking for alcohol, I wanted water and/or soda. I then have to leave, yet again. I come back with drinks and place them in the mini fridge.
We eat and now it's pool time!
The pool was very large, beautiful and seemingly clean. A couple hours later, I returned to the room to find that none of the drinks had been chilled - they were actually all warm. The mini fridge was not working. I called the front desk with my issue and was told that there were no more minifridges and the agent apologized. I approached the desk a few minutes later to see if there was a bucket, or box that I could use to put ice in. I was given two plastic bags...
The bar was now open so we decided to have a few glasses of wine. The bartender did nothing to strike up conversation with us and actually kind of avoided us. After returning to the room, I am in the bathroom and see TWO MORE BUGS! I took pictures of them, the hair in the toilet, and sheet stains. I approached the front desk again with my pictures, and a finger-covered in dust that I had wiped off the closet shelf. The agent apologized and offered to move us into a suite for the remainder of our stay. We were more than grateful and moved all of our belongings, ourselves. The agent assured me that the manager would call me in the morning as I was not sure I wanted to stay any longer and was VERY disappointed. The suite was large, and a nice room (absent the issues). The tissue box which was built-in to the wall, was literally hanging out and could not be secured. There was, again, hair in the bathroom, dust on a night stand and the screen door onto the grass kept coming out of it's track.
The next day we received no call from a manager, ALL DAY. I didn't want to be that guest calling and nagging so figured a manger would call me when they had the time. We ordered food that day and were let down by the quality and portions. We were also only given breakfast vouchers for one day because no one contacted us about our extension. We even actually wondered if anyone knew we had moved rooms because housekeeping never serviced our suite and we got no call. Upon departure, I made it a point to go the front desk. I asked for the manager and spoke to Alison - the Front Office Manager, I believe. She seemed to care very much about everything that we experienced throughout our stay. Alison generously had my charges reflect the let-downs. She also let me know that a gift certificate for a return stay would be mailed out to me. I received it a couple weeks later.
My experience was less than average; however, Alison's assurance that this was a one-time incident will have me come back. I am currently looking at dates and am confident that this trip will be better than the last.
The 1-Bedroom Suites are worth going for - MUCH larger.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.